Disappointed by Interflora - be warned! (photos)

[Deleted User]

Just adding the following link that I found, that specifically talks about the flowers my husband ordered (Pink Perfect Gift). This bouquet from Interflora recently came bottom of a Which? magazine survey, being described as 'sparse and scrappy, not like the online picture. Some of the online flowers and foliage had been substituted. After seven days, most of the bunch had died.' Sounds about right! And it means that Interflora were already well aware of this problem....

http://www.dailymail.co.uk/news/article-1370295/Interflora-flops-battle-Mothers-Day-bouquets.html

Murtle

That is dreadful. I would expect my money back and some decent flowers. I am not normally a complainer, but flowers are for occasions, and what better way to ruin that occasion then receiving those.

Mxxx

xoxo_2

That's awful!

When I had a problem with an order they replaced the flowers for a 'bigger & better' bunch from a different florists. They weren't much bigger but they did look better. If my replacement bunch had been as awful as yours I would have expected a full refund AND another bunch!

piglet25

That bunch, cos its not even a bouquet, is of the standard you would expect to get from a petrol station forecourt, on a bad day. I would ring them up and tell them you want a replacement and a refund, as they have ruined yourday and you have had to waste time trying to get a decent replacement, which you didn't end up with.
Absolutely shocking.

cmcg170

Hi All,

Not too sure what to do but I ordered some flowers to be sent to Dublin for my mother in law for mother’s day.

What arrived was NOT what I ordered. I was not told of it being out of stock and didn't think too much of it. I did however decide to complain just in case i was being ripped off and an inferior item substituted for what we selected on the website.

I sent an email of complaint on 05/04/11 and have only just got a reply back today 11/04/11, offering me a 25% refund of my original purchase.

I did reply and say that 25% wasn’t good enough as I had no idea of the value of the delivered item. My order was for £43.10, if the flowers delivered were only worth £20.00 then I would have thought at least 50% was not out of the question. No reply as of yet…. It might take another week for a response…….

What are my rights in this situation? After all, it’s taken them nearly a week to respond and I suspect the flowers are well in the bin by now.

Many thanks.

Chris.

:mad:

[Deleted User]

cmcg170, I understand your frustration. Was your mother able to take photos? If so, you could send another e-mail enclosing the photos if you haven't already done so. It might make more of an impact.

I found the following on their T&C's page (which I only found by googling, and doesn't appear to be part of their website anymore - or, at least, the e-mail address isn't available - http://www.interflora.co.uk/page.xml?page_name=terms;popup=1):

7.1 In the event that you are not satisfied with the Interflora Service any complaints should be addressed in the first instance to:
By email: [EMAIL="sales.enquiries@interflora.co.uk"]sales.enquiries@interflora.co.uk[/EMAIL]
By telephone: 0844 453 3700
By fax: 01529 413 886
By post: Customer Contact Centre, Interflora British Unit, Interflora House, Sleaford, Lincolnshire NG34 7TB
7.2 Our Customer Service Contact Centre is available from 7am until 6pm Monday to Thursday, 7am until 6pm on Friday, 8am until 6pm on Saturday and 10am until 6pm on Sunday.
7.3 Our Customer Sales Contact Centre is available from 7am until 10pm Monday to Thursday, 7am until 9pm on Friday, 8am until 7pm on Saturday and 10am until 6pm on Sunday.
7.4 Because of the perishable nature of most products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.

My husband has reported our own complaint to Trading Standards, and is waiting to see if he gets a reply. It really isn't fair that the website photos should be so misleading that the actual product becomes a massive disappointment - substitute flowers if necessary by all means, but the substitution should be equal to / better than the website!

SandC

That's dreadful. Really completely unacceptable. You need to keep on at Interflora because it's the florist that they went through who are at fault here. They are Interflora florists because they are supposed to be able to prepare any of the standard arrangements to the same standard as any other florist. So Interflora need to know if their florists are not performing so they can ditch the bad uns and get some new ones in.

augustsmummy

I haven't used interflora since January 2010. I ordered a bouquet of balloons for my sister to celebrate the birth of her son. I ordered from Interflora as they stocked the Me to You bear (Tatty Teddy) balloons, and my sister loves me to you. I thought they were the perfect thing to send.

Unfortunately what arrived were some cheap looking generic balloons that looked to have cost about £5 instead of the £25 I paid. I was very dissapointed. They just looked so cheap.
I contacted Interflors via their website and complained. Eventually they gave me 50% of the cost back.
It took alot of complaining to get that though.

Its a shame when they don't deliver what you order, as like others have said you choose the flowers / gifts for a reason.

[Deleted User]

Oh dear... maybe we should be grateful we got a full refund, augustsmummy. Sorry to hear you had such a disappointing result in your case

It's not really the money that we're after (though obviously we don't want to pay for something we didn't get!), but an apology from either the florist or Interflora would be very welcome, and I'm guessing that a more apologetic approach would satisfy many people who had been let down.

SandC, the florist collected our 'bouquet' this morning and reiterated that they can only provide the 'stem number' as specified by Interflora. So the florist obviously accepts no responsibility. It was after this that my husband made his complaint to Trading Standards. Maybe i need to get back to Interflora too...

Big_Melons

I had exactly the same problem with those flowers, the vase was a really horrible gold one, didn't go with the flowers at all.

Had a fight to get my money back but I did.... eventually :mad: